Emmaculate Njeri

Emmaculate Njeri Nairobi, Kenya • - •-• linkedin.com/in/emma-kihia-/ Executive Virtual Assistant with 3+ years of expertise in providing high-level support and managing administrative tasks. Proficient in CRM systems, adept at organizing and prioritizing tasks, and skilled in handling confidential information. Team player with excellent communication skills, high quality of work, driven and highly self-motivated. Strong negotiating skills and business acumen and able to work independently. Seeking to leverage my comprehensive experience and organizational skills in an Executive Assistant role. Experience JULY 2021 – JUNE 2024 Executive Virtual Assistant | Virtually by Kihia | Remote i. ii. iii. iv. v. vi. vii. viii. ix. x. xi. Conducted business correspondence, transcription, and data entry with high accuracy and attention to detail. Delivered exceptional customer support via phone, email, and live chat, ensuring timely resolution of inquiries and complaints. Prepared and presented PowerPoint slides for virtual meetings, contributing to impactful and organized presentations. Managed CRM systems, including data input, exports, cleanup, and updates, to maintain accurate and actionable records. Coordinated and scheduled meetings, appointments, and travel arrangements, ensuring seamless time management and client satisfaction. Set up and facilitated virtual meetings on platforms like Zoom, shared agendas, and coordinated participant attendance. Streamlined administrative processes, including calendar coordination and file organization, boosting overall productivity. Maintained and updated extensive contact lists, ensuring accuracy and ease of access. Supported business growth by identifying opportunities through lead generation and social media activities. Upheld strict confidentiality standards while managing sensitive personal and business information. Monitored and organized executive inboxes, prioritized critical messages, and streamlined email management to enhance communication efficiency. JUNE 2022 – JULY 2023 Customer Service Representative | Presta Technologies | Nairobi, Kenya i. Delivered prompt and efficient support via phone, email, and chat channels, consistently maintaining high customer satisfaction. ii. Resolved an average of 100 customer inquiries daily, contributing to a 20% reduction in response times through the implementation of streamlined support procedures. iii. Collaborated with cross-functional teams to address technical issues, leading to a 15% decrease in customer complaints. Developed strong product knowledge to provide tailored recommendations and enhance the overall customer experience. Built rapport with customers through active listening and empathy, resulting in improved retention rates and positive client feedback. Maintained accurate records of customer interactions to ensure timely follow-up and resolution of issues. Guided customers in navigating the company website and placing orders, improving user experience and reducing cart abandonment rates. Contributed to team excellence by training and onboarding new Customer Service Representatives on policies and best practices. Enhanced self-service support by updating the FAQ section to address common inquiries, reducing support tickets and boosting efficiency. Collaborated with colleagues to develop and implement best practices for consistent and high-quality service delivery. iv. v. vi. vii. viii. ix. x. Skills i. ii. iii. iv. v. vi. vii. viii. ix. x. xi. CRM Management Email and Chat Support Knowledge Base Updates Complaint Resolution Customer Relationship Management Customer Onboarding and Training Product Knowledge Dissemination User Experience Improvement Cross-Functional Team Collaboration Rapport Building Internet Research xii. xiii. xiv. xv. xvi. xvii. xviii. xix. xx. xxi. xxii. xxiii. Social Media Management Microsoft Office Suite Calendar and Schedule Management Travel and Appointment Coordination Project Management Data Entry and Management Light Bookkeeping Lead Generation Video Editing Transcription Order and Payment Processing Expense Tracking and Reporting Education AUGUST 2021 – SEPTEMBER 2024 Bachelor of Science in Applied Computer Science | Daystar University | Nairobi, Kenya MAY 2024 AI Career Essentials | ALX Africa | Nairobi, Kenya JUNE 2024 – AUGUST 2024 Cloud and Network Security | CyberShujaa | Nairobi, Kenya NOVEMBER 2024 Virtual Assistance | ALX Africa | Nairobi, Kenya Referees Available upon request